Medical Practice Assistant

Medical Practice Assistant

Primary Purpose
 

Accountable for providing patient-centered care and operational support to the medical team to ensure optimal patient experience. Coordinates activities across clinical areas and facilitates smooth patient flow. Assists with patient data collection, performs select screenings, and completes medical office functions relevant to the area/assignment.
 

MINIMUM SPECIFICATIONS
 

Education

• None

Experience

• Must have three years of customer service experience, preferably in a medical/healthcare/health insurance setting.
• Patient registration experience preferred.
• Prefer completion of coursework towards an accredited medical terminology.
• Medical Office Assistant experience or training is a plus.

Equivalent Education and/or Experience

• Completion of a Parkland Workforce Development Training Program may substitute for the required education and experience.

Certification/Registration/Licensure

Required Tests for Placement

Skills or Special Abilities

• Must be able to work collaboratively with colleagues to deliver patient/customer services that exceed patient expectations as evidenced by patient satisfaction scores.
• Must be able to demonstrate competency required as applicable to the specialty area.
• Must have demonstrated communication skills to include above-average verbal skills (heavy public contact) and written skills. Bilingual skills preferred.
• Must have familiarity with diagnostic ICD-9-CM coding and HCPCS-CPT4 procedure codes.
• Must have working knowledge of medical terminology.
• Must be able to demonstrate basic clerical skills and working knowledge of standard office equipment.
• Must be detail-oriented and have sharp analytical skills to resolve registration issues as related to multiple groups, including third-party payors, physicians, patients, and the system.
• Must be able to solve problems within the guidelines of established policies and procedures.
• Must be able to adjust to multiple demands, shifting priorities, and rapid change.

Virtual Care Only

• Must be able to work collaboratively and optimally with patients with serious health conditions and barriers to care.
• Must be able to recognize and escalate clinical decision-making to appropriate team members of the multidisciplinary team.
• Must demonstrate strength in documenting within an electronic health record with the ability to effectively problem-solve when faced with decision-making challenges and escalate as appropriate.
• Confident with technology, specifically electronic medical records, video encounters, and computer applications.

Responsibilities
 

Proficiently performs patient service activities in coordination with the clinical team, including but not limited to

• Ensures patient and family comfort, safety, privacy, and confidentiality at all times.
• Adapts work methods to specifically accommodate the population-specific care needs (physical, psychosocial, cultural, age/developmental) of each patient.
• Greets patients and families, making them feel welcome and wanted.
•  Assists patients and families with directions, inquiries, and information as requested. Ensures needs are addressed satisfactorily.
• Keeps patients and families informed about wait times and any other factors that may affect the visit.
• Stays cognizant of clinical/area needs to facilitate patient care and flow.
• Assess patient experience at the end of each visit to determine if patient needs were met.

Virtual Care Only

• Proactively outreaches to patients using motivational interviewing, demonstrating effective, caring communication to build patient trust and establish and maintain relationships to gather information, encourage patient self-interest in healthcare, and follow up on patient-established goals.
• Assists patients and families with health system navigation, making appointments, patient advocacy, determination of community resources to reduce barriers to care, and support set-up and initiation of electronic communication modes (email, MyChart, etc.).
• Coordinates clinic/area activities and facilitates business processes in accordance with standards.
• Performs pre-visit activities to gather patient information from internal and external service or entities, ensuring it is available to the clinic team for the visit.
• Checks the patient into the clinic.
• Correctly identify the patient prior to performing tasks.<